Engagement. It seems to be at the heart of everything we do these days, especially in the call center. Employee engagement is so important because it leads to customer engagement, which is essential to the success of any company. The reason why is quite simple: engaged employees are happy employees that actually enjoy showing up to work every day. Happy employees then spread that joy to customers who call the contact center, thus providing a great customer experience and creating happy consumers.
As the saying goes, “variety is the spice of life.” Usually that’s a good thing. Variety keeps life from becoming mundane and makes every day a bit more exciting because there’s no guarantee of what’s to come. However, in the call center, variety can cause some serious headaches for agents. Every caller is different, and there’s really no way to be prepared for every single scenario possible. This is especially true when it comes to angry callers.
The UC and VoIP markets are both growing at impressive rates. There are countless virtual PBX, UCaaS and VoIP phone providers out there, making it difficult for businesses to determine which solutions will benefit their organizations most. And, with more companies entering the market each day, offering new and improved products, the decision becomes every harder. That’s why The Silicon Review Magazine’s list of the 50 Fastest Growing Companies of the Year 2017 is such an asset.
Muck Rack makes it simple to find people, tweets, or articles that mention any name, keyword, company, hashtag etc. We've compiled this guide to help you make the most of your search.
Selecting a term
Start searching tweets, articles from media outlets, articles mentioned in tweets, journalists'
names, titles and bios with some suggested searches:
Companies or Topics (e.g. iPhone, Microsoft)
Phrases (e.g. "cloud computing") — use quotes to keep the terms together
Twitter handles (e.g. @username) — returns those who have mentioned or replied to
Names (e.g. "David Pogue")
Hashtags (e.g. #sxsw, #london2012)
Bio details (e.g. vegan, Olympics, father)
Muck Rack's Advanced Search allows for many boolean operators.
Find results that mention multiple specified terms, use AND or
+. For example, ensure each result contains both Elon Musk and Mark Zuckerberg by
searching Obama AND Romney or Obama + Romney.
Use the operators OR or , to broaden your search when you'd like either of
multiple terms to appear in results. (This is the default behavior of our search when no operators
are used.) For example, search for democrat OR republican to find results that refer to
Democrats and/or Republicans.
Use NOT or - to subtract results from your search. For
example, searching Disney will yield results about the Walt Disney Company as well as Walt Disney
World Resort. To exclude mentions of Disney World, search for Disney -World or Disney
When using one of these operators with a phrase, enclose it in quotation marks. For example, you can
find results about smartphones excluding Apple's iPhone 4S by searching smartphone -"iPhone
Exact case matching or punctuation
If you're searching for a brand name or keyword that relies on specific punctuation marks or capitalization, you can
find results that match your exact query by adding matchcase: before the keyword you're searching for, like matchcase:E*TRADE .
Use parentheses to separate multiple
boolean phrases. For example, to find journalists talking about having fun in Disney World or
Disneyland, search for ("disney world" OR disneyland) AND fun.
An asterisk can be used to search for any variation of a root word truncated by the asterisk. For example, searching for admin* will return results for administrator, administration, administer, administered, etc.
A near operator is an AND operator where you can control the distance between the words. You can vary the distance the near operation uses by adding a forward slash and number (between 0-99) such as strawberries NEAR/10 "whipped cream", which means the strawberries must exist within 10 words of "whipped cream".